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Interactive Voice Response

Interactive Voice Response - Enhanced Service

Service Description

Interactive Voice Response (IVR) is a self-service system enabling callers to navigate voice prompts using their telephone keypad or voice command to navigate menus to obtain information or process a transaction.﻿

Customer BenefitsCustomers can select from a menu of options to efficiently connect to the services they need. The phone is always answered by the Interactive Voice Response (IVR) system through an automated assistant. Most calls can be systematically processed, freeing support staff to focus on non-typical requests.

Customer Responsibilities

To request this service, please submit a Telecommunications Service Request via a Telesoft Work Order.

The agency will need to provide a list of menu options and sub-options used to provide access to any data callers may be requesting. When an option leads to an employee extension, the agency also needs to provide the extension number for the option selected. The customer will also need to provide the billing account information.

ETS Responsibilities

ETS will manage incident resolution services through the Technology Support Center utilizing the Help Ticket System (HTS) to route the incident to the appropriate technical staff to ensure response, tracking and resolution.

The equipment and software necessary to provide the Interactive Voice Response system will be maintained by ETS technical staff.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category

Evaluation Criteria

Target

Processing

IVR requests will be completed within 15 business days, maximum, from the time complete information is received.

15 business days

Incident Responsiveness

IVR incidents are responded to the same day and no longer than 24 hours.